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Evidence Guide: ICTICT209 - Interact with ICT clients

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICTICT209 - Interact with ICT clients

What evidence can you provide to prove your understanding of each of the following citeria?

Deliver support to ICT clients

  1. Provide support for ICT clients in a courteous and professional manner according to organisational policy
  2. Establish and confirm nature of client’s ICT concerns using active listening and questioning
  3. Maintain client contact and provide progress information until the problem is resolved
Provide support for ICT clients in a courteous and professional manner according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and confirm nature of client’s ICT concerns using active listening and questioning

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain client contact and provide progress information until the problem is resolved

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to ICT client complaints

  1. Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude
  2. Escalate and refer client concerns to support person if required, explaining the nature of issues involved
  3. Resolve ICT client complaint using recommendations from the support person
  4. Document and record ICT client concerns and solutions, according to organisational guidelines
Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate and refer client concerns to support person if required, explaining the nature of issues involved

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve ICT client complaint using recommendations from the support person

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document and record ICT client concerns and solutions, according to organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate received ICT client complaints

  1. Analyse recent ICT register
  2. Propose proactive training to appropriate person
Analyse recent ICT register

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose proactive training to appropriate person

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Deliver support to ICT clients

1.1 Provide support for ICT clients in a courteous and professional manner according to organisational policy

1.2 Establish and confirm nature of client’s ICT concerns using active listening and questioning

1.3 Maintain client contact and provide progress information until the problem is resolved

2. Respond to ICT client complaints

2.1 Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude

2.2 Escalate and refer client concerns to support person if required, explaining the nature of issues involved

2.3 Resolve ICT client complaint using recommendations from the support person

2.4 Document and record ICT client concerns and solutions, according to organisational guidelines

3. Evaluate received ICT client complaints

3.1 Analyse recent ICT register

3.2 Propose proactive training to appropriate person

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Deliver support to ICT clients

1.1 Provide support for ICT clients in a courteous and professional manner according to organisational policy

1.2 Establish and confirm nature of client’s ICT concerns using active listening and questioning

1.3 Maintain client contact and provide progress information until the problem is resolved

2. Respond to ICT client complaints

2.1 Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude

2.2 Escalate and refer client concerns to support person if required, explaining the nature of issues involved

2.3 Resolve ICT client complaint using recommendations from the support person

2.4 Document and record ICT client concerns and solutions, according to organisational guidelines

3. Evaluate received ICT client complaints

3.1 Analyse recent ICT register

3.2 Propose proactive training to appropriate person